ServiceNow Program Manager

ServiceNow Program Manager

Posted 1 day ago by Thrive IT Systems

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Negotiable
Undetermined
Undetermined
London Area, United Kingdom
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Budgeting Business Process Business Requirements Certified Scrum Master (CSM) Change Management Configuration Management Databases Gap Analysis IT Service Management Knowledge Base Management Mapping Software Portfolio Management Process Design Product Roadmaps Product Software Implementation Method Project Management Sales Order Scalability Scheduling ServiceNow Stakeholder Management Technical Documentation

Summary: The ServiceNow Program Manager is responsible for the successful implementation and management of ServiceNow programs, ensuring timely delivery within budget and quality standards. This role involves collaborating with clients to understand their needs, leading process design initiatives, and providing innovative solutions to enhance operational maturity. The Program Manager will also mentor junior team members and maintain strong client relationships while adhering to best practices in project management.

Key Responsibilities:

  • Work with clients and stakeholders to understand their current state environment from a process and technical perspective.
  • Act as a trusted advisor and establish positive working relationships with clients.
  • Lead and manage process design initiatives and translate requirements to the ServiceNow implementation team.
  • Plan and schedule meetings to gather business and functional requirements while providing best practice guidance.
  • Analyze business processes and provide scalable solutions to increase operational maturity.
  • Complete client gap analysis on process integrations and advise on future product roadmaps.
  • Communicate project updates and any issues that could affect deliverables.
  • Develop Service Management implementation strategies focusing on organizational change management.
  • Ensure adherence to quality assurance best practices and maintain secure client environments.
  • Mentor and guide junior developers during implementations.

Key Skills:

  • 15 years of experience in implementing or architecting ServiceNow solutions.
  • Experience managing projects on ServiceNow product suites including CSDM, ITOM, and CSM.
  • Strong understanding of ServiceNow core platform security, performance, and compliance.
  • Experience in managing integration projects and ITSM applications.
  • Exceptional leadership, problem-solving, critical thinking, and communication skills.
  • Customer service-oriented with strong organizational skills.
  • Certifications on ServiceNow modules are appreciated.

Salary (Rate): undetermined

City: London Area

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

We are seeking a highly experienced and certified ServiceNow Program Manager for driving the successful implementation and ongoing management of ServiceNow Programs The responsibilities includes overseeing and coordinating various program aspects ensuring they are delivered on time within budget and to the highest quality standards

RESPONSIBILITIES AND DUTIES

  • Work with clients stakeholders to discover and understand their current state environment from a process and technical perspective
  • Act as a trusted advisor while establishing a positive and productive working relationship with the client
  • Lead and manage process design initiatives and manage the translation of those requirements to the ServiceNow implementation team
  • Plan and schedule meetings to gather business and functional requirements while providing best practice process and technical guidance
  • Analyze business processes and provide innovative and scalable solutions to increase operational maturity
  • Complete full client gap analysis on process integrations and data always advising on future processproduct roadmap and maturity
  • Communicate with client on all aspects of initiated work in a clear and concise manner
  • Review and approve business requirements that create a comprehensive solution
  • Work with Engagement Managers and project teams to determine risks impacts priorities and timelines surrounding outstanding tasks
  • Create all related process documentation utilizing best practices and deliver to client or internal resources in acceptable time frame
  • Utilize industry standard implementation methodology following best practice standards
  • Meet all client deliverables in an acceptable timeframe
  • Communicate all project updates possible timeline deficiencies problems issues or events that could affect the overall project deliverables
  • Develop Service Management implementation and adoption strategies focusing on organizational change management from a tactical and practical level
  • Advise on options risk and impacts on business processes and cultural adoption
  • Assist in the scoping of new opportunities when asked to participate
  • Ensure each artifact produced is consistent and is driven by the enterprise standards
  • Stay current on ServiceNow technologies and assist in the maintenance of workshop material to incorporate new features where appropriate
  • Establish organization as a leader in the ServiceNow ecosystem through innovation and expertise
  • Ensuring the security scalability and maintainability of ServiceNow solutions including performance monitoring and optimization
  • Drive adherence to quality assurance best practices ensuring successful project outcomes
  • Ensure security solutions to meet changing compliance requirements
  • Implement robust security measures to maintain secure client environments
  • Ensure technical documentation and reports are shared on timely basis contribute to the knowledge base and promote best practices
  • Keep up with ServiceNow advancements to provide innovative solutions
  • Establish and sustain trustbased relationships with clients proactively addressing their needs and steering them toward successful results
  • Mentoring and guiding junior developers and other team members during implementations

QUALIFICATIONS

Required

  • 15 years of experience in implementing or architecting ServiceNow solutions
  • Experience in managing projectsprograms on below ServiceNow Product suites CSDM and CMDB Implementation ITOM Health and Visibility Discovery Service Mapping Event management Integration with Monitoring tools Health Log Analytics Customer Service Management CSM Field Service Management FSM Sales Order Management SOM and Supplier Lifecycle Operations SLO Telecommunication Network Inventory TNI Strategic Portfolio Management SPM
  • Experience across the ServiceNow core platform security performance and compliance
  • Experience in managing integration projects thirdparty integration RESTSOAP Other methods Integration Hub and Ebonding
  • Experience in managing ITSM application Conduct a review of design and solutions
  • Ready to Work in UK Client location

Preferred

  • Must be customer serviceoriented and can work independently
  • Diligence in all documentation and written communication
  • Organization skills to multitask and to schedule work effectively
  • Must be able to work flexible hours as needed
  • Exceptional leadership problemsolving criticalthinking and communication skills
  • Certifications on ServiceNow Modules will be appreciated
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